Helpdesk API

The Helpdesk API is a REST API used by the Marketplace Platform that allows you to configure the Helpdesk framework. It enables you to:

• Create and manage support cases.

• Transition the case state to querying, processing, or completed.

• Create, retrieve, and manage feedback entries and attachments.

• Configure forms, parameters, and parameter groups to define what data is collected when someone raises a case/feedback.

• Use queues to manage how cases are routed.

Before you start

Review the shared API docs before you work with helpdesk resources.

• Authentication

• URL structure

• Error handling

Core resources

The Helpdesk API is built around the following core resources:

• Case - Represents an interaction between Client, Vendor, or Operations users.

• Chat - Represents a conversation between parties in the Marketplace platform. These could be direct (1:1), group chats, or case discussions.

• Feedback - Represents feedback submitted by client, vendor, or operations users through the platform.

• Form - Represents a configurable questionnaire used to collect onboarding information.

• Queue - Represents a logical grouping of cases that share similar business problems. Queues can be created for specific purposes, such as customer onboarding, billing issues, or any other business scenario deemed relevant by the operator.

Browse collections

The API is organized into collections, each containing a set of operations. Access to these operations varies by role, depending on whether you are a client, vendor, or operations user.

Use the following links to jump to the collection you need:

• Case

• Chat

• Feedback

• Form

• Parameter Definition

• Parameter Group

• Queue

Case

View Case operations

Operation	Method	Description	Access
Create case	POST	Creates a new support case.	vendor, client, ops
Complete case	POST	Sets a support case to Completed status.	vendor, client, ops
Process case	POST	Sets a support case to Processing status.	vendor, client, ops
Query case	POST	Sets a support case to Querying status.	vendor, client, ops
List cases	GET	Gets a list of support cases.	vendor, client, ops
Get case by id	GET	Gets a support case by id.	vendor, client, ops
Update case	PUT	Updates an existing support case.	vendor, client, ops

Chat

View Chat operations

Operation	Method	Description	Access
Create chat	POST	Creates a new chat with an icon using multipart form data.	vendor, client, ops
List chats	GET	Gets a list of chats with support for filtering, sorting, and pagination.	ops
Get chat by id	GET	Retrieves a chat by id; supports selecting specific fields.	vendor, client, ops
Update chat	PUT	Updates an existing chat and allows replacing its icon using multipart form data.	vendor, client, ops
Add chat participants	POST	Adds new chat participants.	vendor, client, ops
List chat participants	GET	Gets a list of chat participants.	vendor, client, ops
Get chat participant by id	GET	Gets a chat participant.	vendor, client, ops
Update chat participant	PUT	Updates an existing chat participant.	vendor, client, ops
Remove chat participant	DELETE	Removes a participant from the chat.	vendor, client, ops
Add chat attachments	POST	Adds attachments to an existing chat.	vendor, client, ops
Update chat attachment	PUT	Updates chat attachment data.	vendor, client, ops
Delete chat attachment	DELETE	Deletes a chat attachment by id.	vendor, client, ops
Create chat link	POST	Creates a new link.	vendor, client, ops
List chat links	GET	Gets a list of chat links.	vendor, client, ops
Update chat link	PUT	Updates a chat link.	vendor, client, ops
Delete chat link	DELETE	Deletes a chat link by id.	vendor, client, ops

Feedback

View Feedback operations

Operation	Method	Description	Access
Create feedback	POST	Creates a new feedback entry with attachments using multipart form data.	vendor, client, ops
List feedback	GET	Gets a list of feedback entries; supports filtering, sorting, and pagination.	vendor, client, ops
Get feedback by id	GET	Retrieves a feedback entry by id; supports selecting specific fields.	vendor, client, ops
Update feedback	PUT	Updates an existing feedback entry.	vendor, client, ops
Delete feedback	DELETE	Deletes a feedback entry by id.	vendor, client, ops
Review feedback	POST	Marks a feedback entry as reviewed.	ops
Add feedback attachment	POST	Adds attachments to an existing feedback.	vendor, client, ops
List feedback attachments	GET	Gets attachments for a feedback entry.	vendor, client, ops
Get feedback attachment	GET	Gets a feedback attachment by id.	vendor, client, ops
Delete feedback attachment	POST	Deletes a feedback attachment by id.	vendor, client, ops

Form

View Form operations

Operation	Method	Description	Access
Create form	POST	Creates a new form.	vendor, client, ops
List forms	GET	Gets a list of forms.	vendor, client, ops
Get form by id	GET	Retrieves a form by id.	vendor, client, ops
Update form	PUT	Updates an existing form.	vendor, client, ops
Delete form	DELETE	Deletes a form by id.	vendor, client, ops
Publish form	POST	Publishes a form.	vendor, client, ops
Unpublish form	POST	Unpublishes a form.	vendor, client, ops

Parameter Definition

View Parameter Definition operations

Operation	Method	Description	Access
Create parameter definition	POST	Creates a new parameter definition.	client, vendor, ops
List parameters definition	GET	Gets a list of parameter definitions.	client, vendor, ops
Get parameter definition by id	GET	Retrieves a parameter definition by id.	client, vendor, ops
Update parameter definition	PUT	Updates an existing parameter definition.	client, vendor, ops
Delete parameter definition	DELETE	Deletes an existing parameter definition.	client, vendor, ops

Parameter Group

View Parameter Group operations

Operation	Method	Description	Access
Create parameter group	POST	Creates a new parameter group from the request payload.	client, vendor, ops
List parameter groups	GET	Gets a list of parameter groups.	client, vendor, ops
Get parameter group by id	GET	Retrieves a parameter group by id.	client, vendor, ops
Update parameter group	PUT	Updates an existing parameter group.	client, vendor, ops
Delete parameter group	DELETE	Deletes an existing parameter group by id.	client, vendor, ops
Add parameter to group	POST	Adds a parameter to a parameter group.	client, vendor, ops
List group parameters	GET	Lists parameters in a parameter group.	client, vendor, ops
Get parameter in a parameter group	GET	Retrieves a parameter within a parameter group by id.	client, vendor, ops
Update parameter in group	PUT	Updates a parameter’s display order within a group.	client, vendor, ops
Remove parameter from group	DELETE	Removes a parameter from a parameter group.	client, vendor, ops

Queue

View Queue operations

Operation	Method	Description	Access
Create queue	POST	Creates a new queue.	vendor, client, ops
List queues	GET	Gets a list of queues.	vendor, client, ops
Get queue by id	GET	Retrieves a queue by id.	vendor, client, ops
Update queue	PUT	Updates an existing queue.	vendor, client, ops
Delete queue	DELETE	Deletes an existing queue by id.	vendor, client, ops
Activate queue	POST	Sets the queue status to active.	vendor, client, ops
Disable queue	POST	Sets the queue status to disabled.	vendor, client, ops